Chatbot customization guide

1. Custom instructions

What should I enter?

1. Company and service introduction
   Enter the company’s products or services, main customers, and operating purpose.
2. Frequently asked questions
   Enter common customer inquiries and their basic answers.
3. Operating policies
   Enter information customers need, such as opening hours, reservation methods, shipping, exchange, refund, and cancellation policies.
4. Answer rules
   Enter rules the chatbot must follow and topics it must not answer.
5. Customer guidance
   Configure it to direct customers to support, an inquiry page, or agent handoff when further assistance is needed.

Writing example

Company introduction

Operating hours

• We are open from 10 a.m. to 5 p.m. on weekdays.
• Agent handoff is generally unavailable on weekends and public holidays.
• Inquiries received outside operating hours are answered on the next business day.

Consultation guidance

• Use the registered guides to answer questions about how to use the service.
• For inquiries that require precise confirmation, suggest agent handoff instead of guessing an answer.
• Provide pricing or refund information only when it is registered.

Answer rules

• Do not guess or answer with unverified information.
• If no answer can be found, say you do not know and suggest agent handoff.
• Always use polite language with customers.

Writing tips

• Use headings and lists rather than long sentences.
• Do not enter conflicting rules together.
• Provide specific details for important information such as prices, opening hours, and refund policies.
• Markdown headings and lists help the AI distinguish content more clearly.

2. Conversation style

What should I enter?

1. Tone and atmosphere
   Enter the tone you want, such as friendly, polite, professional, or calm.
2. Answer length
   Specify whether to answer briefly or explain the necessary details thoroughly.
3. Answer format
   Enter your preferred answer format, such as lists, steps, or short paragraphs.
4. Expression style
   You can ask it to avoid difficult technical terms or explain things simply for beginners.
5. Language
   Specify the default language, such as Korean or English.

Writing example

• Always use friendly, polite language.
• Present the key information first, then provide more detail if needed.
• Explain how to use the service with numbered steps.
• Avoid difficult technical terms and use wording beginners can understand.
• Keep answers reasonably short and organize important information in lists.

Simple configuration example

Use friendly, polite language. Give the key answer briefly first, then explain procedures step by step. Do not guess unverified information; direct the customer to agent handoff instead.

3. Check your settings

• Whether it understands the company and service correctly
• Whether its answers follow your operating policies
• Whether the preferred tone and answer length are applied
• Whether it avoids guessing unverified information
• Whether it suggests agent handoff when needed